Real Time Analyst Lead Esp

**Real Time Analyst Lead for Just Eat Takeaway**
**Department**: Customer Services
**Reports to**: Resource Planning Manager
**Location**: Madrid
**Job type**:

- Full-time
- Permanent

The Opportunity
- Our Real Time Analytics Lead is a key member of the WFM leadership team, responsible for leading a team of real time analysts. In real time, you and your team will optimise contact centre performance across the hours of operation, balancing meeting demand to deliver on contact centre KPIs with employee engagement factors that will contribute to higher tenured staff who are more engaged with the business.
- Ahead of the operating day you lead work with operations, technology and other planning teams to establish and maintain your real time toolkit, refining in advance of each operating day what levers you can pull to what extent under what conditions. You will seek analysis and insight from supporting teams to evaluate performance of your real time efforts on all relevant measures, proposing/creating new tool kit components where opportunities present to improve performance of both your team and the contact centre.
- You will build solid relationships with our internal cross-functional team including planning and operations but also with technology to deliver real time support during times of platform outage or other technology incidents.
**Key Responsibilities**:

- Set the strategic direction of your team and manage overall delivery of real time and operational metrics of the business.
- Work with key stakeholders to ensure WFM initiatives and priorities are aligned and delivered to meet KPI requirements addressing at least: supply:demand balance, employee satisfaction and attrition levels
- Work with the onsite and remote WFM team to provide real time playbook alignment for the business.
- Responsible for driving achievement of real time metrics
- Brief management on status of WFM functions and metrics
- Coordinates with Operations (Team Leaders, Operational Managers, etc.) to ensure WFM processes and practices are in place and properly executed.
- Determine policies and procedures.
- Identify and leverage best practices,
- Ensure effective use of resources and automated systems.
- Implements productivity and revenue increase by driving efficiency and other related metrics and initiatives.
- Act as an escalation point to address and resolve real time support matters for the business.
- Manage and ensure delivery of the executions of real time plans, ensuring the onsite and remote team is meeting deliverables and deadlines.
- Manage the ongoing development of the onsite RTA Teams (Employee satisfaction, upskilling).
**Required skills and experience**

Your Profile & Experience
- Demonstrate a clear understanding and first-hand experience of workforce management principles and real time processes in the following primary functional areas:

- Real Time Management 2 years - Must have practical experience
- Real Time Supervisor 1 year - Must have practical experience
- Real Time Reporting and demonstrates best practice.
- Demonstrates knowledge and experience of WFM Applications (in particular Teleopti) / Call centre tools / ACD Switch etc
- Prior experience in a management capacity - able to lead, engage and motivate a team of RTAs.
Google Docs: Experience using Google Sheets.
- Practical Experience of WFM Applications (in particular Teleopti).
- Knowledge of reporting tools and processes.
- Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds